Consumer Loan Servicing Technician

at  Golden 1 Credit Union

GENERAL DESCRIPTION:

As a consumer loan servicing technician, you will provide a seamless experience for our members in managing their loans. This position involves taking calls and processing various loan-related requests; both basic and complex, as well as performing maintenance on specific loans in the portfolio. Technician responsibilities include processing research requests originating from Branches, Contact Center, other departments, members and third parties, accurately and promptly. Key responsibilities include member interactions, communication and documentation, adaptability, resilience, as well as continuous improvement. Review, analyze and process requests and ensure that information and resulting actions are based on credit union and department policy and procedures. Take inbound calls providing golden service with each interaction, volume varies by assignment.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK:

1. Effective oral and written communication skills required to assist staff, members, and third parties.
2. Must possess sufficient manual dexterity to skillfully operate laptop, and other standard office equipment, such as financial calculators, cellphone, and telephone.

QUALIFICATIONS:

1. EDUCATION: Successful completion of high school curriculum and / or equivalent work experience.
2. EXPERIENCE: 2 years or more at a financial institution performing customer service, engaging with members and 3rd parties via email and phone, payoff processing, loan maintenance and research. Ancillary loan product servicing. DMV paperwork preparation. Vehicle and real estate title servicing, desired. Nationwide Mortgage Licensing System (NMLS) may be required.

3. KNOWLEDGE / SKILLS:

• Previous experience in customer service, preferably in a financial institution.
• Knowledge of vehicle titling regulations and/or real estate reconveyance processes, desired.
• Familiarity with consumer loan products, desired.
• Strong communication and interpersonal skills.
• Detail-oriented with excellent organizational abilities.
• Ability to multi-task is required with a high level of accuracy.
• Working knowledge and ability to use Microsoft Office software or other standard office equipment.
• Good follow-up skills.
• Ability to work independently.
• Ability to work in a fast-paced environment.

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc., in designated onsite.
5. Extensive PC data entry and processing throughout the workday.

TASKS, DUTIES, FUNCTIONS:

1. Engage with members via phone and email, providing exceptional service and assistance with loan related inquiries, demonstrating alignment with our Mission, Vision, and Core Values.
2. Process requests submitted through Consumer Loan Servicing queues, email inboxes, faxes, mail, and by inbound call, complexity level of request and volume, vary by assignment.

3. DEPARTMENT SPECIFIC DUTIES MAY INCLUDE:

a. Process vehicle payoffs and corresponding paperwork, up to and including contacting appropriate parties to obtain incomplete paperwork. Process in and out of state title requests and requests to transport vehicles out of the country.
b. Electronic filing of vehicle titles and process DMV paperwork.
c. Process insurance policy payouts or refund checks and corresponding paperwork.
d. Equity loan servicing, such as payoff requests and reconveyance processing.
e. Sort, review, track, and process daily department mail, if designated onsite.
f. Retrieve requested documents and contracts, perform changes to loan as requested by member including skipping payments, changing due dates, or updating loan information.
g. Perform extensive reversals and loan adjustments, up to and including reviewing original loan documents, performing loan amortizations, redisclosing terms, and investigating credit bureau reporting.
h. Participate in testing and validations for system updates, upgrades, and new product deployment.
i. Monitor and service active accounts protected by the Servicemembers Civil Relief Act to ensure continued compliance.
a. Offers or negotiates terms of residential mortgage loan.
4. Responsible for follow up communication with members, dealers, financial institutions, title companies, vendor/partners, and motor vehicle departments for problem resolution, pending titles, lien status and research items.
5. Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy and anti-money laundering laws appropriate to the position. Must pass all regulatory and compliance courses and apply knowledge to daily tasks.
6. Identify and propose efficiency improvements, with a digital innovation focus, to enhance the effectiveness of servicing operations.
7. Identify, implement, and submit procedural updates for approval. Identify and resolve issues that arise outside of the normal course of business.
8. Foster team teamwork and positive communication. Share knowledge and best practices and collaboration with team to ensure supportive and cooperative work environment. Foster open and honest communication, give and encourage feedback.
9. Organize, prioritize, and perform multiple tasks simultaneously while being detailed oriented.
10. Create and analyze reports necessary to ensure department work is completed according to required timelines, procedures, and regulations. Perform necessary research and actions based on report findings, notifying management of status, any issues, and proposed resolutions.
11. Foster a collaborative environment by actively engaging with colleagues to share best practices and ideas. Support training entry level employees.
12. Promote a positive, engaging, and inclusive work environment and inspire others through words and actions; ensure positive employee morale throughout Golden 1, by embracing our mission, vision, and core values.
13. Provide additional support throughout the department and perform other tasks and duties as needed.